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Quantrax Management Training - This document covers key aspects for the I-Tel Dialer – from setting up a dialer user or creating a campaign to using Queue consolidations to move records into a campaign file in the nightly. New clients as well as existing clients can benefit from these training modules! The “Overview” briefly explains the topic; the “I-Tel Training Video” provides in depth training for the topic and the “Round Tables” are Q & A discussions surrounding the concepts, relationships and uses for the topic. You can print this document and use it as a checklist or guide. The document is separated into two sections: *The first section contains topics that should be reviewed when initially setting up a dialer. They are also there for refreshing your knowledge on the various topics. **The second section contains additional topics that allow you to utilize other aspects of the dialer. Please review these topics to see if they would be a good fit for your environment. They have been especially useful for some clients and may provide additional benefits for your company.
Section One: System controls and options common to most collection operations Search for terms: Ctrl+F and enter search term |
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Subject |
Used in/for |
Overview |
Management Training Video |
Round Tables |
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Valid Extensions |
Set up the extension(s) for each agent that would log into the dialer *Enter their outbound extension and inbound extension (2nd extension) if available |
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NNE's |
Non-nailed up extensions are for non-agent users. So, they will NOT be logging into the dialer, but will need to receive calls from the dialer. NNE's do not take up a license *Enter the valid extension for reception, managers and voice mail |
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Hunt Group |
Hunt Group (Queue) – is a specific distribution group that allows the dialer to route inbound and outbound calls to a group of extensions or a specific extension *Enter the Hunt Group code, company code and dialer code |
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Campaigns |
A Campaign is a CALL list. Records are moved automatically through the nightly or on demand. *Enter the work queue information – this is where the records will be placed, for example, enter the UserID, Qcat, TimeFrame and Processing Type – which is unique for each campaign |
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Contact series for I-Tel |
Pulling accounts currently in a contact series and placing them into a Predictive campaign. Can be run immediately or set up to run in the nightly *Enter the client/worker and the opening and closing scripts for a contact series |
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Queue Consolidations |
A very powerful RMEx tool allowing a single group or multiple groups of accounts to be moved to a single queue – upon which a predictive or progressive campaign is built. There are many ways to manage and handle accounts by utilizing Queue Consolidations. Several of these options allow accounts to be pulled immediately OR run through the nightly. *Enter userIDs, processing typpes, Qcats, Scores, time zone, phone code, etc ~ a multitude of options to collect and move to a single work queue |
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Linked Campaigns |
A wonderful tool allowing campaigns to be 'linked' together and run simultaneously. ALL agents can log into a single campaign and work ALL day dramatically improving efficiency *Set up a Master Campaign and link multiple campaigns to the Master campaign |
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Section Two: More advanced system controls and options
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Subject |
Used in/for |
Overview |
Management Training Video |
Round Tables |
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Dialer overview |
Visit Dialer Overview for some exposure to the wonderful tools I-Tel offers |
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Call blending |
True Blending is offered through our product 'Call Blending' where Inbound and Outbound calls are managed through a single extension |
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Blended transfers |
Often a Blended environment requires the need to transfer calls. Blended transfer allows calls to be transferred to Blended agents *Requires the Outbound extension to be entered when making a transfer |
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CCMS |
Collection Center Monitoring System - Capture every call and screen by using CCMS! When a call is launched, the audio is recorded along with the activity on the screen(s) producing a video file that replays the audio and the video for a call. |
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CCMS set-up |
Instructions for setting up CCMS |
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Dialer Troubleshooting |
General exposure to the more common issues that arise when running the I-Tel Dialer |
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